We had a hot water heater burst at our office over a weekend and Todd sent two employees out to repair it. They were very polite, very efficient, and did a great job staying out of the way while we continued normal business during the repair. I was very pleased with them. However, there are two points that make me extremely reluctant to work with this company again, both revolving around communication.
When I contacted Todd initially to get a quote, he missed my call, but was very prompt to follow up. I explained the problem and he gave me an initial quote but explained that it may change when they have a chance to visually inspect it. Understandable. I sent him photos of the hot water heater which led him to determine that there would need to be two additions that would bring it up to code. I asked if that would significantly impact the initial quote, and he responded, "no not too much". However, when I received the final statement, it was about, or slightly more than, an additional quarter of the original quote. I did not appreciate being blindsided by that significant of a difference from the original when I specifically asked what kind of impact it would have.
Also, when we originally set up a time to come out and repair the water tank, he told me that he would have a team out that afternoon or the next morning at the latest depending on when other jobs completed. Understandable. My only request was he let me know if they wouldn't be there today so I didn't continue to expect him, and we could modify our business accordingly. Todd acknowledged he would keep me informed. Roughly an hour after they were supposed to be there in the afternoon, I contacted Todd to see if I had been pushed to the morning. He told me I had been bumped to the following afternoon. This was frustrating because he never told me anything until I reached out, and it was later than both of his initial time estimates. (I could have gone with another plumber that guaranteed I would be taken care of by the next morning had I known this when Todd and I initially spoke.) I asked to be informed when Todd's team were heading our way so I could inform our staff. 45 minutes after the rescheduled time, I was forced to reach out to Todd again to find out what was going on. He didn't even remember which job he was talking to stating that he would be here in 15 minutes when his team did show up 45 minutes late.
We were also required to have an inspection done by the city before the job could be considered fully complete, arranged by Todd and billed to us by him. Once again, I asked to be notified of when the inspection was scheduled. I never heard anything, but I did receive the bill for the job, including inspection, before the inspection was completed.
When the bill was not paid over the holiday week, when I was out of the office, I have received very prompt, blunt communication again from Todd, starting before 7am, wanting to know when he would be paid. Overall, I came away with a bad taste in my mouth that communication and finances only seem to matter to Todd when they impact his business. I did not feel like he believed that courtesy should be extended to me as well. read more
